Job Summary

Technical Support Analyst will serve as the primary point of contact for our agents, providing technical support and expertise on our sales and sales support applications. The responsibilities will include resolving issues, assisting with agent onboarding and offboarding, and maintaining effective communication with vendors and the offshore development team. This role will track support calls, analyze root causes, and escalate critical issues as needed, ensuring timely resolutions. The ideal candidate will possess strong customer service skills, technical troubleshooting abilities, and an analytical mindset, along with proficiency in both English and Spanish. 

 RESPONSIBILITIES:

Provide Technical Help Desk support to agents using our sales and sales support applications. Assist the Agent Service Center with technical guidance and resolutions Track support calls in our Ticket Tracking System Assist in analysis, identification of root cause and resolution of issues Interact with production support personnel and vendors to ensure that critical and major production issues are resolved in a timely manner Work with offshore development team for further analysis on issues Escalate issues as needed via email and telephone Ability to identify P1/P2 issues and report/take to closure. Complete weekly status reports Assist agent onboarding/offboarding  Manage relationships and change management with vendors SME on various SaaS (Software as a service) applications Onboard SSO (Single Sign On) solutions

SKILLS & EXPERIENCE:

(Required)

Experience working in a Technical Support/Help Desk environment Excellent knowledge of end user devices(ex. iOS, Android, Windows, etc.) Excellent verbal and written communications skills   Strong analytical and problem solving skills Strong Customer Service support skills Ability to assist agents with various levels of technical knowledge Knowledge of Microsoft Office Skills for Excel, PowerPoint and Word Microsoft Outlook E-mail skills 3 years of experience in a Technical Support environment
 

(Desired)

Experience with ServiceNow Experience with InTune Experience with SharePoint Bilingual - Spanish Knowledge of Insurance Company processes Excellent verbal and written communications skills Strong analytical and problem-solving skills Strong relationship builder and decision-making skills 

EDUCATION:

minimum college degree in CS, IT, CE or Management information systems  OR 3-4 years of experience in IT